Customer Support Manager

We are seeking an experienced Customer Support Manager to lead a technical support team in a healthcare software environment. This role combines people management with hands-on escalation work, so you will guide daily operations while also stepping in on complex customer issues that need deeper investigation. You will manage and coach support specialists, run regular 1:1s, provide feedback, and help build a team culture focused on accountability, empathy, and high-quality service. A key part of the role is creating and improving support workflows, including triage methods, escalation paths, response standards, and internal documentation that help the team stay consistent as volume grows. You will also own important support metrics such as response time, resolution quality, customer satisfaction, and escalation trends, and use those insights to recommend process changes or additional resources. When issues cannot be resolved at the first level, you will act as the technical escalation point and work closely with engineering and product teams to turn customer problems into clear, actionable reports. You will also help with hiring, onboarding, and ramping new team members. The ideal candidate has several years of support experience, including prior leadership responsibility, strong technical troubleshooting ability, and comfort working in healthcare or other regulated software environments. Familiarity with support tools and experience communicating with both technical teams and non-technical users are important.